CSAT (Customer Satisfaction Score)

A rating of customer satisfaction with a specific interaction or experience.

Определение

Customer Satisfaction Score is a measurement of customer happiness with a specific touchpoint — typically a support interaction. Usually captured via a post-interaction survey asking 'How satisfied were you with this resolution?' on a 1-5 or 1-7 scale. CSAT is transaction-level; NPS is relationship-level.

Ключевые моменты

• Post-interaction surveys right after ticket resolution
• Typical 1-5 scale; 4-5 counted as 'satisfied'
• CSAT% = Satisfied responses / Total responses
• Best-in-class support: CSAT 90%+

Соответствующие термины